Voice-data telephonic control system

ABSTRACT

In an audio-digital telephone interface system, a control selectively prompts a caller with oral instructions to selectively provide: control signals, digital data signals (numeric) or audio signals. A data cell is loaded in accordance with an operating program of the control and the resulting data packet is classified, as depending on the presence of audio signals. Data packets are returned to storage, as for subsequent off-line processing. The illustrative format receives and organizes mail order data from callers.

This is a continuation-in-part of application Ser. No. 194,258 filed May16, 1988 and entitled "Telephonic-Interface Statistical AnalysisSystem", issued July 4, 1989 as U.S. Pat. No. 4,845,739, which was acontinuation-in-part of application Ser. No. 018,244 filed Feb. 24, 1987and entitled "Statistical Analysis System For Use With PublicCommunication Facility", issued Dec. 20, 1988 as U.S. Pat. No.4,792,968, which was a continuation-in-part of application Ser. No.753,299 filed July 10, 1985 and entitled "Statistical Analysis SystemFor Use With Public Communication Facility", now abandoned.

BACKGROUND AND SUMMARY OF THE INVENTION

As the use of computer techniques has steadily grown, related telephoniccommunication techniques also have expanded. In that regard, telephonesystems have been developed for effectively transmitting digital data informs commonly utilized by computer apparatus. At a more personal level,the traditional push buttons of telephone instruments have been utilizedto provide digital signals at a remote location for both data andcontrol functions. Consequently, various operations have been performed.

In the typical operation of a telephone instrument as a digital inputdevice, voice messages prompt callers to provide data and controlsignals by actuating the alphanumeric buttons of a conventionaltelephone. Detailed forms of such systems have been proposed inassociation with computers to provide various services and one suchsystem is disclosed in U.S. Pat. No. 4,792,968 issued Dec. 20, 1988, toRonald A. Katz from an application Ser. No. 07/018,244 filed Feb. 24,1987.

Although traditional systems for interfacing an individual person at atelephone terminal with a computer or data processor have beeneffective, such systems have been somewhat limited in application. Ingeneral, the present invention is based on recognizing the need in suchsystems to accommodate voice signals as to provide recorded audio data.Accordingly, the system of the present invention accommodates a callerto provide: digital control signals, digital data signals and audiosignals, all in an organized format as to accomplish a record foroff-line processing.

To consider a specific example, systems have been proposed in the pastfor interfacing individual telephone terminals with computers for salesapplications. For example, individual callers might dial to accomplishan interface, then provide ordering data by actuating the telephoneterminal buttons. One such system is disclosed in a co-pending relatedpatent application entitled "Telephone Interface Statistical AnalysisSystem", filed May 16, 1988, and bearing a Ser. No. 07/194,258 and arelated prior application, now U.S. Pat. No. 4,792,968. In the use ofsuch systems, the need is recognized for improved capability regardingaudio data.

In general, the present invention comprises a telephone computerinterface system accommodating digital and vocal telephoniccommunication, the system being expanded to accommodate and flag audiodata distinct from digital data. In using the disclosed system, anindividual actuates a remote telephone terminal to attain an interfacewith a central system. Depending on the course of communication duringthe interface, various states are implemented. Somewhat conventionaloperation may involve vocal communications to the caller and digitalcommunications from the caller. However, in an alternative state, oncue, vocal or audio data may be received from the caller. Generally,data received from the caller is set in memory for subsequent off-lineprocessing. Thus, the system accommodates flexible control and dataaccumulation (including cued audio) to accommodate any of variousspecific interface applications or formats.

BRIEF DESCRIPTION OF THE DRAWINGS

In the drawings, which constitute a part of this specification, anexemplary embodiment exhibiting various objectives and features hereofis set forth. Specifically:

FIG. 1 is a block diagram of a system constructed in accordance with thepresent invention;

FIG. 2 is a block and schematic diagram of a component in the system ofFIG. 1; and

FIG. 3 is a flow diagram illustrating the operating process of thestructure represented in FIG. 2.

DESCRIPTION OF THE ILLUSTRATIVE EMBODIMENT

As required, a detailed illustrative embodiment of the present inventionis disclosed herein. However, physical communication systems, dataformats and operating structures in accordance with the presentinvention may be embodied in a wide variety of forms, some of which maybe quite different from those of the disclosed embodiment. Consequently,the specific structural and functional details disclosed herein aremerely representative; yet in that regard, they are deemed to afford thebest embodiment for purposes of disclosure and to provide a basis forthe claims herein which define the scope of the present invention.

Referring initially to FIG. 1, a series of remote terminals T1-Tn(telephone instruments) are represented (left). The terminals T1-Tn maybe similar and accordingly only the terminal T1 is shown in any detail.The indicated terminals T1-Tn represent the multitude of telephoneterminals existing in association with a communication facility CO whichmay comprise a comprehensive public telephone network.

The communication facility CO, accommodating the individual terminalsT1-Tn, is coupled to a central processing station CS generally indicatedby a dashedline block. Functionally within the station CS asillustrated, processors are provided to interface the terminals T1-Tn soas to accomplish a desired operating format, as to accumulate data forindividual callers.

Calls from the terminals T1-Tn are individually processed in accordancewith a specific format to accomplish a data cell or packet. For example,the objective of the call may be to order an item of merchandise that isto be sent to the caller, thus implementing a mail-order operation.Accordingly, the interface accomplishes data as a cell for processingthe order. In other formats, the system may function, for example, insuch applications as: public polls, lotteries, auctions, promotions andgames.

At any instant of time, the collective interface involving thecommunication system CO and the processing station CS may involveseveral thousand calls. Accordingly, the station CS may take the form ofa sizeable computer or mainframe capable of simultaneously controllingsmaller units or directly operating to process many calls involvingindividual interfaces. Although numerous possible configurations areavailable, for purposes of explanation, the central station CS of thedisclosed embodiment includes a plurality of audio response units andassociated individual processors.

Essentially, the system of the present invention accumulates data incells from the remote terminals T1-Tn which data may include audio dataand digital data (numerical) flagged or otherwise distinguished forsubsequent expedient processing. Accordingly, the system enables acaller to provide data in both audio and digital forms. For audiotransmissions, the caller utilizes the telephone handpiece (microphone)while for digital communications, the caller utilizes the telephone pushbuttons.

Considering the system of FIG. 1 in greater detail, the exemplarytelephone terminal T1 includes a handpiece 10 (microphone and earphone)and a panel 12 provided with a rectangular array of individual pushbuttons 14 in a conventional configuration. Of course, the handpiece 10accommodates analog signals while the panel 12 is a digital apparatus.As disclosed in detail below, a caller is cued through the handpiece 10(earphone) to provide data in accordance with a specific format. Inaccordance herewith, the caller may provide data utilizing either thebuttons 14 or the handpiece 10 (microphone).

In conventional telephone structures, alphabetic and numericdesignations are provided on the buttons 14. For example, several of thebuttons 14 carry three letters along with a decimal digit. Specifically,the button designated with the numeral "2" also carries the letters "A","B" and "C". Thus, the buttons 14 encompass: the numerals "0-9", thesymbols "*" and "#" and the alphabet except for the letters "Q" and "Z".

At this stage, some specific aspects of the communication interface arenoteworthy. Essentially, by telephonic dialing, the communicationfacility CO couples selective of the terminals T1-Tn to audio responseunits AR1-ARn. For example, as a result of dialing a specific telephonenumber at one of the remote terminal units T1-Tn, the communicationfacility CO couples the actuated terminal through one line of severalsets of lines LS1-LSn to one of the audio response units AR1-ARn.

From the audio response units AR1-ARn, incoming lines 20 are receivedthrough a coupler 22 for communication with individual interface formatprocessors IP1-IPn. Note that the interface processors IP1-IPn areillustrated as separate and distinct units; however, as mentioned above,it is to be recognized that various structural processing combinationsbased on time sharing, parallel processing, compiler techniques, bustechnologies and other well known computer techniques may be employed toaccomplish the objective processing as explained in detail below. Thestructure and functions of the processors IP1-IPn also can be variouslyincorporated in the units AR1-ARn. Of course, specific arrangements andconfigurations will likely be implemented based on available hardwareand software development.

The coupler 22 is also connected to a master control and memory unit 24which is associatively coupled to a look-up table 25 and through acrossbar 26 to each of the processors IP1-IPn. Note that both thefunction and structure of crossbars for selectively interconnectingmultiple parallel structures are well known in the computer arts. For adetailed description of crossbars, see the book, "High-PerformanceComputer Architecture" by Harold S. Stone, published by AddisonWesleyPublishing Company, 1987.

The coupler 22 essentially functions as a switch as well known in theprior art to establish line couplings from one line of an audio responseunit (AR1-ARn) to one of the interface processors IP1-IPn. The operationof the coupler 22 is implemented in association with the unit 24 whichmay be programmed to execute control and memory functions as detailedbelow. Again, the division of functions between the unit 24, the unitsAR1-ARn and the processors IP1-IPn may vary considerably depending onavailable structures and techniques, however, the disclosed system ismerely exemplary in that regard.

Generally, the interface processors IP1-IPn receive basic record datafrom the unit 24 and order data from the terminals T1-Tn. In a multipleformat configuration, program data may be stored in the processorsIP1-IPn or supplied from the unit 24. In any event, in accordance with aprogram or format, a packet of data is collected in a processor IP1-IPnduring an interface. After being organized in a cell and flagged, thedata packet is returned from an interface processor IP1-IPn to the unit24 for subsequent off-line processing.

In the case of a mail-order operating format, individual cells orpackets of data are organized and returned to the unit 24 for theprocessing which ultimately involves shipping merchandise and billingrecipients. In some operating formats, during the course of interfaceswith certain callers, the need may arise for person-to-person oralcommunication. In accordance herewith, to accommodate that need, theinterface processors IP1-IPn may be individually associated through acoupler 30 with an attended terminal AT1-ATn.

Recapitulating to some extent, the general operation of the system ofFIG. 1 involves the development of individual data packets or cellswithin the individual processors IP1-IPn, based on interfacecommunications with individual remote terminals T1-Tn. In the exemplaryformat as treated below, each data cell manifests a merchandise orderidentifying specific goods, a specific customer, a shipping destinationand other related data. In accordance herewith, data in individual cellsmay include audio data. In any event, the operation of the systeminvolves the organized accumulation of mail-order data (some of whichmay be audio) in the unit 24 for subsequent processing (some of whichmay be off-line) to implement billing and the delivery of merchandise.

As explained in detail below, the data cells (manifesting individualorders) are developed in the individual processors IP1-IPn. Structuraldetails of an exemplary processor are shown in FIG. 2 and will now beconsidered. A cell register 34 (FIG. 2, center) is divided into fieldsto illustrate the data format. Specifically, the cell register 34defines several separate fields for data components manifesting anindividual order. Record data for some of the fields may reside in themaster control and memory unit 24 (FIG. 1) before the occurrence of atelephone interface. However, other fields are loaded during the periodof the interface with a caller at one of the remote terminals T1-Tnproviding elements of the data.

Generally, available record data is initially loaded into the cellregister 34 from the control and memory unit 24 (FIG. 1) through a bus36 (FIG. 2, right center) that is connected to the crossbar 26 (FIG. 1).The same bus 36 accommodates movement of a completed data cell to memory(in the unit 24).

As suggested above, some fields in the cell register 34, as thosepertaining to a specific merchandise order, are always loaded by dataresulting from the interface and received through a line 38 (FIG. 2,upper left). That is, a caller is steered through the interfaceinterval, being prompted to provide responses selectively in the formof: (1) digital control signals, (2) digital data signals or (3) audiosignals. Generally, the control signals in the line 38 are utilized forthe controlled registration of digital data signals and audio signals asappropriate to each specific interface. Of course, the data and audiosignals are also received in the line 38.

For convenience of illustration and explanation, the line 38, tied tothe coupler 22 (FIG. 1) is shown to include two separate communicationpaths, specifically an outgoing path 40 and an incoming path 42. Ofcourse in practice, the two paths would comprise a common line.

The outgoing communication path 40 is provided with cueing signals froma voice generator 44 which is, in turn, controlled by a processorcontroller 46. Generally, the controller 46 may possess some substantialcomputing capability along with storage and it responds to an operatingprogram as disclosed in detail below to accomplish interface data inaccordance with various alternative possibilities.

The outgoing communication path 40 of the line 38 is also tied to one ofthe attended terminals AT1-ATn. The signal in FIG. 2 is to the path 40from a line 48 and the voice generator 44. From the path 42 signals areprovided through a multiplexer 52 to a line 50 and to the controller 46.As indicated above and explained in detail below, under variouscircumstances, signals from terminal callers are variously transferred,including transfer to an attended terminal (AT1-ATn, FIG. 1). Thus, thestatus of an interface may vary, one status or state being aninterconnection of one of the remote terminals T1-Tn with an attendedterminal, that is, one of the terminals AT1-ATn.

The status of an interface with a caller is indicated by a statusregister 56 (FIG. 2, upper right) which is controlled by the processcontroller 46 and in turn controls the multiplexer 52. The statusregister 56 basically comprises a two-bit counter capable of indicatingfour states to control lines L0-L3 from the multiplexer 52, as indicatedbelow.

    ______________________________________                                                                  Active                                              State   Operation         Multiplexer Line                                    ______________________________________                                        "0"     Cue data signals (digital)                                                                      L0                                                  "1"     Cue control signals (digital)                                                                   L1                                                  "2"     Cue audio signals L2                                                  "3"     Actuate live interface                                                                          L3                                                  ______________________________________                                    

The states "0", "1" and "2" indicate operations to prompt the caller toprovide signals digitally. In the state "3", the caller speaks directlywith an operator to provide information in an audio form. To implementthe different states, the multiplexer 52 (controlled by the statusregister 56) selectively activates one of the four lines L0, L1, L2 orL3 to receive signals from the path 42.

Generally, the control signals received in the line L1 are applied toactuate the controller 46. The data or information signals received inthe lines L0 and L2 are provided to the cell register 34 through agating network 62 (lower left). Several connections are involved.

The line L0 (digital data) is connected to the controller 46 and to amovable contact 64 of the gating network 62. The line L2 (audio) isconnected through an audio processor 60 in a similar manner, i.e. to thecontroller 46 and to the movable contact 64. The line L1 (control) isconnected to the controller 46 and the line L3 (audio) is connected to aline 50 to terminate at a terminal (AT1-ATn) when operative.

The gating network 62 is illustrated in an electro-mechanical form forease of explanation with the movable contact 64 displaceable to engageeach of the stationary contacts C1-C11. However, in an actualembodiment, a well known analogous electronic configuration would beemployed.

In accordance with the symbolic representation of the gating network 62,the movable contact 64 is driven by a gate control 66 to sequentiallyencounter stationary contacts C1-C11, which in turn are coupled tofields of the register 34. A mechanical drive connection is indicated bya dashed line 67, the gate control 66 being actuated by the processcontroller 46 as described in detail below. Somewhat more specifically,the operations directed by the controller 46 are illustrated in FIG. 3and will now be considered in detail.

The flow diagram of FIG. 3 implements an exemplary mail-order format fora sales organization with existing "local" customers of record(identified by credit card number) acceptable for credit transactions.Initially, the system is set to state "0" as indicated by the block 80.In that state, a caller is cued for digital data to be formed as signalsby use of 25 the buttons 14 at the caller's remote terminal.Specifically, the caller might be cued: "Please indicate your first itemby keying in the three-digit catalog number."

As will be described in detail below, identification for an item isstored in a field 82 (FIG. 2) of the cell register 34. Similarly, color,size and code data for selected items are cued and stored in a field 84.Of course, other items may be ordered with the consequence that they arerecorded in the fields 82 and 84 of the cell register 34. The operationalso is indicated by the block 86 in FIG. 3 and might be cued: "Pleaseindicate your next item or push button "3" to indicate you arefinished."

At the conclusion of the item ordering, the system sets state "1" (cuecontrol) as indicated by block 88 (FIG. 3). Note that the state "1" alsomay be attained by a period of silence from the caller. In any event,the subsequent operation involves a junction, as indicated by the block90, the determination being made by whether or not the caller is acustomer of record, e.g. "local account?" As an example, the callermight be cued: "If you have a local account, please push button 1; ifnot, please push button 2." The resulting control signals set the coursefor subsequent operations.

If a caller has a local account, the system is reset to state "0" (cuedata) as indicated by block 92. In that event, the system resumes theaccumulation of data by cueing for the card number as indicated by theblock 94. Note that with the indication of a local account, adesignating code (customer I.D. number) is set in the field 98 of thecell register. Concurrently, the expiration date for the customer'saccount or card is stored in the field 150. These operations areindicated by the block 100 (FIG. 3).

Pursuing the example, the system is again set in state "1" to cue forcontrol signals as indicated by the block 104 (FIG. 3). Specifically, asindicated by a junction block 104, a search is made for the customer'sidentification number. If the number is found, another control signal iscued. Specifically, as indicated by the block 106, the customer'saddress is verified. If the proper address is confirmed to be registeredfor the customer, the record is completed as indicated by the block 108.This operation may involve inventory verification or other internaloperations as described in detail below. Thereafter, the systemoperation progresses to an internal decision block 110 to test whetheror not audio data has been received. Essentially, the audio test simplyqueries whether or not the status register 56 has been set to manifestthe existence of the states "2" or "3" to enter audio data. Control inthat regard is by the controller 46 (FIG. 2). In the example as treatedto this point, neither states "2" or "3" has occurred. However,depending on the determination, a field 112 (FIG. 2) of the cellregister 34 is set with one of the two possibilities. If audio data hadbeen entered, the block 114 would indicate a class designation of binary"1" in the field 112. Conversely, a class representative "0" is enteredin the field 112 for the order involving no audio data. The operationnext proceeds to record the loaded cell in memory as indicated by theblock 116.

The operation as outlined to this point has covered routine orders, i.e.customers with open accounts placing orders that can be processedentirely on the basis of control signals and data signals entereddigitally as outlined above. The accommodation of other orders involvingaudio communication will now be considered.

Generally, audio operations involve either the introduction of aperson-to-person interface, as for example for a new customer, or uponthe need to register audio data, as for example with a new address foran existing customer. These operations may be actuated variously incombination with digital number data. Such operations may involveproceeding through a block 118 (FIG. 3, upper left); however, otherpossibilities exist. One such possibility occurs when a caller indicatesthat his record address is not correct. Specifically in that regard, thejunction block 106 (FIG. 3, right center) queries "verify address?" Thecue or prompt might take the form: "According to our records, you areMr. John Henry with a billing and shipping address of 10 Beverly, LosAngeles, Calif." A "no" response results in another test as indicated bythe block 120 questioning whether or not the present situation is merelya case of an altered address. If so, the system proceeds from a "yes"determination of the block 120 to obtain an audio record of the newaddress. As indicated by the block 122, state "2" is set and the calleris cued to state his new address as indicated by the block 124. Theaddress is stored as audio data as indicated by the block 126. Theoperation then proceeds on the basis of a complete record as indicatedby the block 108. Note that in this instance audio data is registered inthe cell 34 (FIG. 2) specifically in voice fields 126. Consequently, thejunction block 110 (FIG. 3, lower right) indicates the presence of audiodata with the result that the cell register 34 stores a class "1" bit toindicate the order data includes audio data.

Returning to the block 118 (FIG. 3, upper left) the operation for thecase of a complex address change involves setting the operating state"3", i.e. actuating a live interface. Other patterns also may lead tothat operating sequence. For example, as suggested above, patterns for aline operator interface may include a non-local account or failure tolocate an account. Also, throughout the interval of an interface, acaller may prompt a direct personal contact simply by depressing thetelephone button designated "*". Accordingly, as indicated in FIG. 3 atblock 118, the occurrence of an asterisk signal (*) sets state "3" withoperation proceeding from block 118 to activate a live interface asindicated by the block 128. The controller also may initiate state "3"as when meaningless data is received.

It is noteworthy that in an operating system, at any specific time, thedemand for operators may exceed the number of operators. In that event,callers who cannot be accommodated are cued to punch in their telephonenumbers and/or other data, and/or record via audio or numeric signalssuch data as to return calls when operators are available. The logic ofsuch an operation is embodied in the block 128, "actuate liveinterface".

Once an operator contact has been established several possibilitiesexist. One possibility is that the operator completes the contents ofthe cell register 34 (FIG. 2) without audio data. Essentially, anoperator, active at one of the attended terminals AT1-ATn (FIG. 1) hasdirect control of the cell register 34 (through the controller 46, FIG.2) and may be able to enter digital data manifesting the order. Thatpossibility is indicated by the junction block 130 (FIG. 2), "digitaldata complete?" If the data can be completed without audio, the systemoperation proceeds to the block 108 (record complete).

If the order is not completed void of audio data, operation proceeds instate "3". Again, under control of a live operator, the system mayfollow different paths to produce an ultimate determination of whetheror not the audio data provides a complete order as indicated by thedecision block 134. In that regard, an operator may perfect an orderrecord on the basis of a bank credit card or a new customeraccommodation. In any event, if an order is not completed, the operationsimply terminates as indicated by the block 136. Conversely, a completedorder returns operation to block 108 indicating the record is complete.

Exemplary operating patterns of interfaces are treated in detail below;however, it will now be apparent that the system of the presentinvention cues a remote terminal, as with voice instructions to prompt:(1) control signals, (2) digital data signals and (3) audio signals.Depending on the control signals, various patterns are selected with theobjective of completing data in the cell register for subsequentlyprocessing the individual order. Of course, the processing generallyincludes shipping merchandise and billing the customer.

Consider now a detailed exemplary operation with the attendantoperations in the structures of FIGS. 1 and 2 to accomplish the processas illustrated in FIG. 3. Preliminarily, assume the system is programmedto process orders from XYZ COMPANY for items of merchandise identifiedto customers as from catalog, newspaper or other advertising.Established customers of the XYZ COMPANY are identified by customernumber, telephone number, name and address in the master control andmemory unit 24 (FIG. 1). Assume initially that such a customer actuatesthe telephone terminal T1 to accomplish an interface through: thecommunication system CO, one of the audio response units AR1-ARn and thecoupler 22 with one of the interface format processors IP1-IPn.

Note that the initial contact may be variously implemented. For example,call signals provided to an audio response unit AR1-ARn may includerepresentations of the caller's number and accordingly access a file onthe caller. Recognizing the various possibilities, assume that at theoutset of the interface, the voice generator 44 (FIG. 2, upper left) isactuated by the process controller 46 to greet the caller. For example,the voice generator 44 might cue the caller as follows: "Thank you forcalling XYZ COMPANY telephone merchandise service. Please push threebuttons on your telephone to identify your first item by catalognumber."

Signals representative of three decimal digits identifying an item aresupplied from the line 42 (FIG. 2, upper left) to the multiplexer 52. Asthe status register 56 is in the "0" state, the signals pass from themultiplexer 52 through the moving contact 64 and the stationary contactCl to be registered in field 82, "item".

In the illustrative format, the customer next is prompted to digitallyenter data indicating choices of color, size, special code and so on.For receiving such data, the gate control 66 actuates the gating network62 in synchronism with the cue to the second position so that the itemdata is provided through the contact C2 to the field 84. Following asimilar pattern, the caller may identify several item designations whichare registered in fields 82 and 84 of the cell register 34. Note thatitems are checked in relation to inventory by the controller 46 actingthrough the unit 24 (FIG. 1) and the associated inventory look-up table25.

When the caller indicates entry of the last item (as by an interval ofsilence or a signal) the voice generator 44 is actuated by thecontroller 46 to cue for the method of payment. Specifically, forexample, the caller might be cued: "If you wish this order billed toyour XYZ COMPANY credit card, please push `1`. Otherwise, push `2`."Accordingly, the process controller 46 sets up the process of FIG. 3 toproceed from the decision block 90.

Assuming the caller possesses a credit card of XYZ COMPANY, the voicegenerator 44 (FIG. 2) states a request (cues) for the number. Forexample: "Please use your telephone buttons to key in your card number."In synchronism with the cue, the gating network 62 is set. Accordingly,signals representative of the digits forming the card number arereceived through the line 42 (FIG. 2, upper left), the multiplexer 52and the line L1 to the gating network 62 (lower left). As the gatecontrol 66 is driven by the process controller 46 setting the movablecontact 64 on the stationary contact C4, the customer's number is storedin the field 98.

The customer's number is then utilized to address the processorcontroller 46 for record data to load other fields, e.g. fields 150,152, 154, etc. Generally, if a record for the customer's card is locatedin the unit 24 (FIG. 1), the information is returned via the bus 36(FIG. 2, right center) and registered in the cell register 34. In thedisclosed embodiment, the data includes the expiration date of the cardplaced in field 150, the customer's telephone number set in field 152and the customer's name and address set in the field 154. The telephonenumber may be useful if a live interface is prompted or it may be usedas an address to locate a particular file or data.

Considering the operations in detail, the location of a customer'srecord prompts the controller 46 (FIG. 2) to actuate the gate control 66setting the movable contact 64 in sequence at the contacts C5, C6 andC7. In synchronism with the customer's card expiration date, telephonenumber and address are supplied to the fields 150, 152 and 154. Somewhatconcurrently, the customer's address is supplied from the controller 46to actuate the voice generator 44. Consequently, as indicated above, thecaller might be prompted as follows: "According to our records, you areMr. John Henry with a billing and shipping address of 10 Beverly, LosAngeles, Calif. If our information is correct, please push `1`; if not,please push `2`." This operation is symbolized in FIG. 3 by the block106 (right center).

Of course, the confirmation of a customer can be broken into smallercommunications if desired. Note that in cueing the caller forconfirmation, the status register 56 is set to manifest state "1"indicating that control signals are being cued. Consequently, theresponse from the caller is passed through the multiplexer to line L1and then to the process controller 46. If the caller indicates theinformation is correct, the process controller actuates the gate control66 to set the movable contact 64 at the stationary contact C10. Theoperation of completing the record then involves providing anacknowledgement number through the contact C10 to the field. Theacknowledgement number may also be communicated to the caller by theprocess controller actuating the voice generator 44.

As the final step in the sequence, the movable contact 64 is actuated toengage the stationary contact C11 through which the process controller46 supplies a signal indicative of binary "0" manifesting that the orderdata does not include an audio component.

With the order complete, the contents of the cell register 34 istransferred through the bus 36 to the master control and memory unit 24.As indicated above, subsequent processing involves off-line operationsto implement filling the order and billing the charges.

To illustrate an alternate course in the process, assume that thecustomer has a valid credit card record with the XYZ COMPANY; however,the address of record is incorrect. The operation in processing aninterface with such a customer would be as indicated above except thatthe junction represented by the block 106 (FIG. 3, right center) woulddetermine an incorrect address. Consequently, with the system in state"1", a control signal manifesting an incorrect address is suppliedthrough the line L1 to the process controller 46 setting up an alternateoperation. Specifically, the next step involves determining whether theverification failure may be corrected by a mere change of address asindicated by the block 120 (FIG. 3). To implement the operation, theprocess controller 46 (FIG. 2) actuates the voice generator 44 to cuethe caller for control signals. For example, the cue may be stated: "Ifit is simply a matter of correcting or changing your address, pleasepush `1`. Otherwise, push `2`."

If the caller actuates the "1" button, a control signal is providedthrough the multiplexer 52 and the line L1 to the process controller 46indicating a simple address correction. As a result, the processcontroller 46 sets the status register 56 to state "2" (see block 122,FIG. 3). As a consequence, in the system of FIG. 2, the input path 42 iscoupled through the multiplexer 52 to the line L2 for supplying audiosignals to the audio signal processor 60. Note that during this phase ofoperation, the process controller 46 actuates the gate controller 66 toset the movable contact 64 at the stationary contact C8 or C9 forrecording audio data in the voice fields 126.

In the configuration as described, on cue, the oral statement of thecaller's address is provided as an analog signal which may be variouslytransmitted through the communication facility CO (FIG. 1) to ultimatelyreach the line 38 (path 42) (FIG. 2, upper left). From the path 42, therepresentative analog signal is supplied through the multiplexer 52 andthe line L2 to the audio signal processor 60 which may variously processthe data and encodes the analog signals in a digital format.Accordingly, digital signals indicative of the caller's correct addressare registered in the fields 126 of the cell register 34.

With the proper address stored, the customer's record is complete in thecell register 34 and the process proceeds to the operations representedby block 108 (FIG. 3, right center). Specifically, an acknowledgementnumber is revealed and stored in the field 156 of the cell register 34.As audio signals are involved, the field 112 registers a binary "1"indicative of that class of data cell (audio).

Note that data words stored in the cell register 34 may be variouslysegregated or processed based on their classification as registered inthe field 112. For example, it may be desirable to segregate class "1"and class "0" orders for distinct off-line processing. In that regard,as class "0" orders have no audio data, they involve somewhat simplerprocess operations in that no human action is involved. Conversely,class "1" orders in the disclosed system are contemplated to involvehuman processing to convert spoken words to digital data.

To pursue another possible course of operation, assume that prompting orcueing a customer regarding his altered address does not involve a merechange. That is, assume the decision block 120 (FIG. 3, central)produced a control signal manifesting "no", i.e. more than a mere changeis involved and a live contact interface is desirable. Upon such anoccurrence, state "3" is set as indicated by the block 118 (FIG. 3). Asindicated above, several other possibilities may set the operation ofstate "3". In any event, the status register 56 (FIG. 2) is set by thecontroller 46 to manifest state "3". Consequently, the status register56 controls the multiplexer 52 actuating communication through the lineL3 to the lines 48 and 50 coupled to one of the attended terminalsAT1-ATn (FIG. 1).

In the configuration of state "3", the process controller 46 along withthe lines 48 and 50 are linked to one of the attended terminals AT1-ATnenabling an operator to speak directly with a caller and concurrentlyset data into the data cell register 34 through the controller 46. Notethat the attended terminals AT1-ATn include a display and, accordingly,the controller 46 cooperatively drives the display with the cellregister to indicate the state of the interface and the caller's data.Thus, unconventional orders are processed with the system in state "3"as described above, the process flowing from the block 118 (FIG. 3,upper left).

Of course, numerous possibilities exist for completing an order with anattended terminal. In that regard, the contents and control of the cellregister 34 is by the attended terminal and the problem may simply beone of communication in which case the order data may be completedeither with or without audio data.

Recapitulating to some extent, a live interface is prompted from severalsituations. One case involves the caller depressing the "*" button.Also, if the caller does not have credit with the XYZ COMPANY (not alocal account) a live interface is prompted. In that regard, analternative credit card as a bank card may be employed. Accordingly,data is received in either an audio or non-audio form.

Consider a bank credit card order with reference to FIG. 2 in which thecell register 34 receives alternate information. In this situation, thefield 96 may store an indication of an acceptable bank card.Specifically, fields 96, 98 and 150 respectively store a bank card type,the bank card number and the expiration date. It may be furtheradvisable to store the caller's telephone number in field 152. Thecaller's name and address will be stored; and in that regard, either thefield 154 may be utilized by the operator at an attended terminal or anaudio record may be keyed for storage in one or more fields 126. If theorder is completed by an operator, the system proceeds as explainedabove with the final steps of indicating an acknowledgement number anddesignating the class of the order. Thereafter, as in other examples,the contents of the cell register is returned to the master control andmemory unit 24 (FIG. 1) for subsequent processing. Note, class "1"orders also may be stored, as in a processor IP1-IPn until completed(without audio data).

It may be seen that the system accomplishes telephonic interfacesutilizing various operations in accordance with control signals promptedby cues from a voice generator. That is, the system alternately may cuea caller to provide: digital data, control data or audio data.Concurrent with the cueing operations, the system assumes a state forcompatibly processing responses. Specifically, if control signals arecued, the system is controlled accordingly. If data signals are cued,the system registers such data in either an audio or non-audio format.Furthermore, depending upon the detailed operation of the system, orderdata is developed as in individual cells for subsequent offlineprocessing. Individual packets or cells of such data are classified asdisclosed above, and such classifications may be effectively utilized tosegregate or perform various other processing operations.

In view of the above description, it will be apparent that the system ofthe present invention may be effectively used in telephonic interfacesto accommodate flexibility and control by a caller. Although thedisclosed embodiment is directed to a sales operation, it will beapparent that the system may be variously embodied to accommodate any ofa variety of telephonic interface operations, e.g. poll, game format,information service and so on. Furthermore, it will be apparent thatwhile the disclosed embodiment comprises specific elements andconfigurations, any of a variety of structure might well be utilized.Accordingly, the scope hereof is deemed to be as set forth in the claimsbelow.

What is claimed is:
 1. A voice-data control system for use with acommunication facility including remote terminals for individualcallers, wherein said remote terminals may comprise a conventionaltelephone instrument including voice communication means for providingaudio response signals and digital input means for providing digitalresponse signals, said control system comprising:cue means for cueingselect ones of said terminals to prompt selective actuation of saidvoice communication means and said digital input means to provideresponsive signals; status means to selectively identify responsivesignals from each select terminal as digital control signals, digitaldata signals or audio signals; control means implementing a storedprogram to control said cue means and said status means in accordancewith said program and said digital control signals to prompt theprovision of responsive signals from each select terminal in accordancewith said status means; and means for storing responsive signals fromsaid select terminals including digital data signals and audio signalsas selectively identified by said status means.
 2. A system according toclaim 1 wherein said means for storing includes means for forming a dataidentification flag for distinguishing data including audio signals. 3.A system according to claim 1 wherein said cue means comprises a voicegenerator.
 4. A system according to claim 1 further including manualattended terminal means and wherein said control means further includesmeans to terminate said program for interfacing a terminal in favor ofsaid attended terminal means.
 5. A system according to claim 4 whereinsaid status means includes means for providing signals to said attendedterminal means to manifest.
 6. A system according to claim 5 whereinsaid status means includes means for providing signals to manifest thestates of cue data signals, cue control signals and cue audio signals.7. A system according to claim 1 wherein said means for storing includesplural sections for receiving select data in accordance with said storedprogram and said control means.
 8. A system according to claim 7 whereinsaid means for storing includes means for storing a flag to indicate thepresence of audio data.
 9. A system according to claim 8 wherein saidmeans for storing includes means for storing identification data for acaller.
 10. A system according to claim 8 wherein said means for storingincludes means for storing other data for a caller.
 11. A systemaccording to claim 8 wherein said means for storing includes means forstoring audio data from a caller.
 12. A system according to claim 8wherein said means for storing includes means for storingacknowledgement data provided from said control means.
 13. A systemaccording to claim 1 wherein said cue means comprises a plurality ofvoice generators and said status means comprises a plurality ofregisters.
 14. A voice-data control system for use with a communicationfacility including remote terminals for individual callers, wherein saidremote terminals may comprise a conventional telephone instrumentincluding voice communication means for providing audio response signalsand digital input means for providing digital response signals, saidcontrol system comprising:cue means for cueing select ones of saidterminals to prompt selective actuation of said voice communicationmeans and said digital input means to provide responsive signals; statusmeans to selectively identify responsive signals from each selectterminal as digital control signals, digital data signals or audiosignals; memory means for storing individual caller data; means forretrieving individual caller data from said memory means in response tocontrol signals from said digital input means; means for storing digitaldata signals from said digital input means as additional individualcaller data; control means for actuating said cue means and said statusmeans to cue and identify audio signals, said control means beingconditioned on the failure of said means for retrieving individualcaller data to actuate said cue means whereby said caller provide audiosignals representative of caller data; and means for storing said audiosignals representative of caller data responsive to cueing by said cuemeans.
 15. A system according to claim 14 wherein said caller dataincludes caller billing information.
 16. A voice-data control system foruse with a communication facility including remote terminals forindividual callers, wherein said remote terminals may comprise aconventional telephone instrument including voice communication meansfor providing audio response signals and digital input means forproviding digital response signals, said control system comprising:cuemeans for cueing select ones of said terminals to prompt selectiveactuation of said voice communication means and said digital input meansto provide responsive signals; status means to selectively identifyresponsive signals from each select terminal as digital control signals,digital data signals or audio signals; control means implementing astored program to control said cue means and said status means inaccordance with said program and said digital control signals to promptresponsive signals from each select terminal in accordance with saidstatus means, said program implementing a mail order operation; andmeans for selectively storing responsive signals from said selectterminals including digital data signals and audio signals asselectively identified by said status means to indicate data and mailorders by said callers for specific items of merchandise.
 17. A systemaccording to claim 16 wherein said means for storing signals storessignals representative of billing information.
 18. A system according toclaim 17 wherein said control means further implements inventory meansto account for said items of merchandise.
 19. A system according toclaim 18 wherein said inventory means includes an inventory record ofsaid items of merchandise.